Summary
Overview
Work History
Education
Skills
Accomplishments
Playing online games and cooking.
Timeline
Generic

Mansoor Pasha F

Team Leader

Summary

A results-driven professional with a proven ability to lead and motivate teams to achieve high performance. Skilled in problem-solving and data analysis, I excel at driving improvements in customer satisfaction and operational efficiency. Committed to fostering a collaborative work environment, I prioritize employee development and engagement. My strong communication and relationship-building skills enable me to effectively connect with clients and stakeholders alike.

Overview

9
9
years of professional experience

Work History

Team Leader

Startek
07.2022 - Current
  • Monitor Performance: Regularly track AHT metrics to identify trends and areas for improvement.
  • Coaching and Training: Provide one-on-one coaching to team members to enhance their efficiency in handling customer interactions.
  • Implement Best Practices: Share effective techniques and strategies to streamline processes and reduce AHT without sacrificing service quality.
  • Reporting: Prepare and present AHT performance reports to management, highlighting achievements and areas needing attention.
  • Feedback Collection: Actively solicit feedback from customers to gauge satisfaction levels and identify pain points.
  • Quality Assurance: Conduct regular quality audits on calls and interactions, ensuring adherence to customer service standards.
  • Develop Improvement Plans: Collaborate with the team to create action plans based on CSAT data, addressing areas for improvement.
  • Celebrate Successes: Recognize and reward team members who contribute to high CSAT scores, fostering a customer-centric culture.
  • Track Attendance: Monitor attendance and punctuality of team members, identifying patterns that contribute to shrinkage.
  • Coaching on Time Management: Provide training and support to help team members manage their time effectively and reduce shrinkage.
  • Develop Strategies: Implement strategies to minimize shrinkage, such as flexible scheduling or encouraging proactive communication about absences.
  • Reporting: Maintain accurate records of shrinkage and report trends to upper management, recommending adjustments as needed.
  • Performance Monitoring: Regularly assess team TCH metrics, identifying high performers and those needing additional support.
  • Process Optimization: Collaborate with the team to identify and implement process improvements that increase TCH without compromising quality.
  • Goal Setting: Establish realistic TCH targets and communicate them clearly to the team, ensuring alignment with overall performance objectives.
  • Training and Development: Facilitate training sessions focused on skills that enhance TCH, such as effective communication and problem-solving techniques.
  • Engagement Initiatives: Develop and implement initiatives to boost team morale and engagement
  • Exit Interviews: Conduct exit interviews with departing team members to gather insights into their reasons for leaving and identify areas for improvement.
  • Career Development: Promote career growth opportunities within the organization, encouraging team members to pursue advancement and reducing turnover.
  • Retention Strategies: Worked with HR to create and implement retention strategies, such as recognition programs and employee wellness initiatives.

Assistant Manager

Cogent E Services
06.2019 - 04.2022
  • Team Collaboration: Successfully led a team of 25-60 agents, fostering a culture of collaboration and accountability that resulted in improved performance metrics.
  • Schedule Management: Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Performance Coaching: Provided ongoing coaching and feedback, enabling team members to enhance their skills and achieve personal and team goals.
  • Sales Achievement: Consistently surpassed sales targets, earning recognition as a top-performing sales team leader.
  • Quality Assurance: Conducted regular audits and implemented feedback mechanisms, ensuring the delivery of high-quality service and maintaining superior quality scores.

Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.

  • Engagement Initiatives: Promoted teamwork through various initiatives, such as learning and development (Peer to peer) and shadow management skills
  • Operational Oversight: Managed the schedules and day-to-day operations of a team of 25-60 agents, ensuring optimal resource allocation and performance.
  • KPI Management: Rigorous oversight of key performance indicators, including Average Handling Time (AHT) and Service Level Agreements (SLAs), resulting in significant improvements in operational efficiency.
  • Attrition Strategy: Developed and implemented retention strategies that successfully reduced attrition rates, contributing to a stable and engaged workforce.
  • CSAT Improvement: Collaborated with industry leaders to implement best practices for enhancing Customer Satisfaction (CSAT), leading to notable recognition and rewards.
  • Quarterly Performance Reviews: Conducted comprehensive quarterly reviews for team members, providing constructive feedback and strategic development plans to support their growth.
  • Managed end to end Billing to clients
  • Negotiated with suppliers to secure better pricing, reducing operational costs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Customer Service Senior Executive

Concentrix
02.2016 - 07.2019
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
  • Boosted first-call resolution rate through proficient troubleshooting skills and comprehensive understanding of products/services offered.
  • Utilized CRM software to track interactions, monitor trends, and maintain accurate records of client data.
  • Established strong rapport with clients through consistent communication and attentive support.
  • Was part of escalation team which handles entry level transfer call to social media escalation.
  • As per dual skill mapping was also part of retention team to retail elite customers.
  • Led team meetings focused on improving collaboration, setting targets, and reviewing performance metrics.

Education

Under Graduate - Commerce

NSVK PU College
Bengaluru, India
04.2001 -

Skills

    Team Supervision

    Effective Communication

    Problem-Solving

    Team Motivation

    Quality Improvement

    Client Service

    Mentoring

    Key Performance Indicators

    Shift Scheduling

    Analytical Thinking

    Relationship Building

    Daily Workflow Improvement

    Adaptability

    Employee Training

    Billing

Accomplishments

  • Supervised team of 6 staff members.
  • Achieved best employee of the year 2024 for overall performance across all field contribution such as training development, client management,quality management,operations management.

Playing online games and cooking.

I love play Call of duty during my weekly off, it helps me improve my motivation and increases focus,

Cooking is my passion , something that connects me with my family.

Timeline

Team Leader

Startek
07.2022 - Current

Assistant Manager

Cogent E Services
06.2019 - 04.2022

Customer Service Senior Executive

Concentrix
02.2016 - 07.2019

Under Graduate - Commerce

NSVK PU College
04.2001 -
Mansoor Pasha FTeam Leader